What will my patients see when they receive a Direct Message?

When you send a Direct Message we use two-factors to add an extra layer of security to your message. This is exactly the same principle that is used by 2FA (Two-factor Authentication). 

The recipient will receive two things:

  • An email containing a link to the message portal
  • An SMS. This is sent once they click the link in the email. It will contain a six digit code that they will need to enter to gain access to the portal and the message it contains.

The email sent to the patient is simple and non-customisable, and contains no PII (Patient Identifiable Information), shown below:


When the link within the email is opened, the message portal will appear, branded with your logo (as specified in Settings -> Organisation) at the top of the page:


At the same time, an SMS containing an Access Code will be generated automatically and sent to the recipient. The SMS will contain an identifier (in this example it is DM1F4591) which can be matched to the identifier within the text on the portal screen:


Your patient should then enter the six digit access code into the Access Code box and select Unlock:


This will open the portal and the message it contains, along with information on the expiry time limit if one has been set:  


If you have sent any documents via Direct Message, patients will be able to view these within the message portal, or download them as an attachment by clicking Download Attachment underneath the document viewer:



If a Direct Message that has been sent has expired and is accessed via the link, the recipient will be taken to the below screen and advised to contact you on the number specified in Settings -> Organisation:



Related Article

Guide to Direct Messaging (Video)




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